What Is a Moment of Truth? Related Articles Meeting Customer Needs at the Moment of Truth The Truth About Body Language on the Phone Do Dazzling Moments of Truth Rely Solely on Agent Skills? Contact Centre AI - The Truth Revealed © magele-picture - Adobe Stock - 478311458 1,008 Filed under - Definitions A Moment of Truth in a call centre or customer service is a time when a customer forms a positive or negative perception of the company. Positive Moments of Truth include: Problem resolved Friendly advisor Compensation offered Answered quickly Speedy response Follow-up call or email to check problem is solved Negative Moments of Truth include: Not able to get through on the phone Problem not solved Multiple calls needed to resolve problem Unfriendly or indifferent advisor High customer effort Wrong advice being given Not listening to what the customer has said Author: Robyn Coppell Published On: 13th May 2022 Read more about - Definitions Recommended Articles Meeting Customer Needs at the Moment of Truth The Truth About Body Language on the Phone Do Dazzling Moments of Truth Rely Solely on Agent Skills? Contact Centre AI - The Truth Revealed Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter